Customer Care Analyst

Customer Care Analyst

Fully Remote
• Florida and Oklahoma - FL

Position Type Full Time

Liberty Dental Plan is hiring a Customer Care Analyst to take care of our members and their needs!

The Customer Care Analyst serves as a confidential, neutral resource for members, ensuring fair treatment and helping resolve conflicts efficiently. You will manage dissatisfaction calls, grievances, exempt grievances, appeals, second opinions, and other escalated inquiries—accurately documenting each case in HSP while collaborating closely with Member Services, Grievance & Appeals, Dental Consultants, and internal partners.

• Educate members on their rights, responsibilities, and available covered dental services
• Provide clear guidance on the complaint and appeals process
• Respond to inquiries within established turnaround times (72 hours; 24 hours for emergencies)
• Compose professional and comprehensive written responses

• Categorize, track, and document cases accurately in HSP
• Analyze and review previous day's call tracking for trends and corrective actions
• Collaborate with Grievance and Appeals, Compliance, Management Teams, and Dental Consultants

• Support inbound and outbound call needs
• Process emails, two-way chat messages, and other communication channels
• Assist the call center with training, help desk support, and performance guarantees
• Ensure full compliance with corporate policies and regulatory guidelines

• Strong communication skills—both written and verbal
• Ability to remain neutral, calm, and solution-oriented
• Sound judgment and reasoning skills to route and resolve cases appropriately
• Commitment to handling sensitive information with confidentiality
• Drive to achieve first-call resolution whenever possible

• High school diploma or GED
• Minimum 1 year of customer service experience, preferably in a call center
• Ability to pass a Florida Level 2 background check

• Bachelor's degree
• Previous dental experience
• Experience with: HSP, Meditrac, & CRM, dental terminology, claims/referral processing
• Conflict resolution experience

• Advanced knowledge of HSP and dental terminology
• Strong working knowledge of Microsoft Excel and Outlook
• Ability to compose clear, comprehensive written responses
• Experience in conflict resolution and escalated case handling
• Strong analytical and decision-making skills

Location

Our employees are distributed in office locations in multiple markets across the United States. We are unable to hire or allow employees to work outside of the United States.

This is a fully remote position, but candidates must reside in Oklahoma or Florida Healthcare or dental industry experience is required

What Liberty Offers

Happy, healthy employees enhance our ability to assist our members and contribute more actively to their communities. That's why Liberty offers competitive and attractive benefit packages for our employees. We strive to care for employees in ways that promote wellness and productivity.

We offer a first-class benefits package that includes:

• Comprehensive medical coverage through Anthem, with affordable premiums and multiple plan options - including an HDHP with HSA eligibility.
• 100% employer-paid dental insurance and low-cost vision coverage for employees and dependents.
• 401(k) retirement plan with immediate vesting, employer match, Roth option, and access to professional financial advice.
• Short-term disability and a variety of voluntary benefits, including accident, critical illness, and hospital indemnity insurance.
• Generous paid time off, including vacation and sick leave with rollover options, plus 10 paid company holidays and a wellness day.
• Additional benefits including company-paid life insurance, tuition reimbursement, an employee perks program, and flexible work options for eligible positions.

Compensation

In the spirit of pay transparency, the base salary range for this position is $19.00 - $25.00 per hour, not including fringe benefits or potential bonuses. At Liberty, your final base salary will be…